Retail sales, branch shift-incharge
Ooredoo - Kuwait
Total years of experience :13 years, 8 Months
• Achieved monthly sales targets by selling indoor and outdoor products and services
to B2C and B2B customers using personal selling, phone calls, fairs, events, and outdoor meetings.
• Provided after-sales support, including installation problem solving, customer
knowledge enrichment, and hardware and software troubleshooting to ensure product fit and customer
satisfaction.
• Updated customer demographic data in the company CRM system to improve
understanding of customer needs and assist marketing and R&D in developing customer-tailored
products.
• Ensured that all legal agreements and SAFs were fulfilled correctly and were
compatible with the company's KYC policy.
• Collected due cash amounts and rescheduled overdue with eligible customers.
• Monitored and analyzed market and competitor activities, promotions, campaigns,
customer trends, and evaluated demand.
• Trained new employees on company systems, sales techniques, and soft skills, and
evaluated them in the probation period.
• Tracked inventory levels, orders, and forecast demand to avoid stock outs.
Handled customer service inquiries and complaints in a timely and professional manner, resulting in an 81% increase in customer satisfaction ratings.
•Analyzed customer feedback and identified areas for improvement, collaborating with other departments to ensure customer satisfaction.
•Provided technical support to customers and troubleshot hardware and software issues, resulting in a 40% reduction in customer escalations.
•Performed up-selling and cross-selling of internet packs, routers, and gadgets through telemarketing calls.
Managed a team of call center representatives at a fast food franchisee for brands such as KFC, Hardees, Krispy Kreme, and Wimpy.
•Evaluated the quality of calls for order takers to reduce wrong orders, ensure welcoming customers, and ensure cross-selling and up-selling.
•Coached agents on telemarketing calls for the Krispy Kreme telemarketing project.
•Trained and mentored new call center representatives on customer service policies, procedures, and best practices.
•Drafted reports to summarize customer service performance and provide insights to management.
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